About the role
We are looking for a skilled Call Center Trainer to deliver training programs and support the development of call center teams to improve performance, service quality, and customer experience.Key Responsibilities:Conduct onboarding and refresher training programs for call center agents.Deliver training sessions related to customer service skills, communication, products, and call handling procedures.Assess trainees’ performance and provide coaching and feedback.Identify training gaps and recommend improvement plans.Prepare training materials, presentations, and training activities.Monitor the effectiveness of training programs through evaluations and performance results.Coordinate with Call Center Supervisors and management to align training needs.Maintain training records, attendance, and performance reports.Support continuous improvement of customer service standards.
Requirements:Bachelor’s degree in Business Administration, Human Resources, or related field.5–10 years of experience in Call Center operations.Previous experience as a Call Center Trainer, Quality Analyst, or Team Leader is preferred.Strong knowledge of call center processes, KPIs, and customer service standards.Excellent presentation and communication skills.Strong coaching and problem-solving abilities.Good reporting and Excel skills.
